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KACE Systems Management Appliance 14.0 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring session timeout and auto-refresh settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings Configuring Content Security Policy
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

Managing System-level user accounts

Managing System-level user accounts

Add or edit System-level user accounts
Manage appliance administrator email notifications
Delete System-level user accounts

System-level user accounts enable users to log in to the System Administration Console to manage appliance settings, such as the appliance host name and network settings. System-level user accounts authenticate users locally on the appliance.

To use an LDAP server for user authentication, see Using an LDAP server for user authentication.

* 
NOTE: You cannot delete the default admin account. You can change the user name of the admin account or disable it on the appliance (LDAP or SAML configuration required). You can also change the admin account password. See Add or edit System-level user accounts. Additionally, if the Organization component is enabled on your appliance, or if you want to link multiple K-Series appliances, use caution when changing the login and password of the admin account. The admin account login names and passwords on all linked appliances and organizations must be the same if you want to switch among them using the drop-down list in the top-right corner of the System Administration Console. The drop-down list shows only those appliances and organizations whose admin account login names and passwords are the same.
NOTE: See Enable fast switching for organizations and linked appliances.

Add or edit System-level user accounts

Add or edit System-level user accounts

You can add or edit System-level user accounts as needed. These accounts enable users to log in to the System Administration Console to manage appliance settings.

If the Organization component is enabled on your appliance, you can also add or edit organization-specific user accounts. See Managing organization user accounts.

* 
NOTE: You cannot delete the default admin account. You can change the user name of the admin account or disable it on the appliance (LDAP or SAML configuration required). You can also change the admin account password. Additionally, if the Organization component is enabled on your appliance, or if you want to link multiple K-Series appliances, use caution when changing the login and password of the admin account. The admin account login names and passwords on all linked appliances and organizations must be the same if you want to switch among them using the drop-down list in the top-right corner of the System Administration Console. The drop-down list shows only those appliances and organizations whose admin account login names and passwords are the same.
NOTE: See Enable fast switching for organizations and linked appliances.
1.
Go to the Administrator Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Settings, then click Administrators.
c.
Display the Administrator Detail page by doing one of the following:
▪
Click the name of an administrator
▪
Select Choose Action > New.
2.
Enter or change the user information.

Option

Description

Login

(Required) The name the user types in the Login ID field on the login page. If you are editing the default admin account, you can change the login name, however use caution when changing the login and password of the admin account. The admin account login names and passwords on all linked appliances and organizations must be the same if you want to switch between them using the drop-down list in the top-right corner of the System Administration Console. The drop-down list shows only those appliances and organizations whose admin account login names and passwords are the same.

Name

The user’s full name.

Primary Email

The user’s primary email address.

Additional Emails

Any additional email addresses associated with the user.

Domain

The Active Directory domain associated with the user.

Budget Code

The code of the financial department associated with the user.

Location

The name of the work site or building where the user is located.

Work Phone, Home Phone, Mobile Phone, and Pager Number

The user’s telephone numbers.

Custom 1-4

Any additional information about the user or the user’s account.

Password and Confirm Password

(Required) The password the user types when logging in.

If the Organization component is enabled on your appliance, or if you want to link multiple K-Series appliances, use caution when changing the password of the admin account. Admin account passwords for the System-level, for organizations, and for linked appliances must be the same if you want to switch among them using the drop-down list in the top-right corner of the Administrator Console. The drop-down list shows only those organizations and appliances whose admin account passwords are the same.

Role

(Required) Roles are assigned to user accounts to control access to the Administrator Console and User Console. Default administrator roles include:

•
Administrator: This user can log in to and access all features in the Administrator Console.
•
Read Only Administrator: This user can log in but cannot modify any settings in the Administrator Console.

You cannot change the role of the default admin account.

Make default

Select this option if you want the selected role to become the default role for new users.

Locale

The locale to use for the Administrator Console and User Console for the user. You cannot change the locale of the default admin account.

3.
Click Save.

Manage appliance administrator email notifications

Manage appliance administrator email notifications

Quest notifies appliance administrators of security issues and sales and marketing opportunities using email. You can enable or disable the email notifications for System-level (appliance) administrator accounts.

Email notifications are available only to appliance administrator accounts. Notifications are not available to non-administrator users. If the Organization component is enabled on your appliance, notifications are not available to Admin-level administrator accounts in organizations.

1.
Go to the User Detail page or the Administrator Detail page:
To go the User Detail page:
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Settings, then click Users.
c.
Display the User Detail page by doing one of the following:
▪
Click the name of a user.
▪
Select Choose Action > New.
To go the Administrator Detail page:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Settings, then click Administrators.
c.
Display the Administrator Detail page by doing one of the following:
▪
Click the name of an administrator
▪
Select Choose Action > New.
2.
Verify the user information, email address, and role.
* 
NOTE: To enable notifications, the user must have an appliance administrator role.
3.
Click Save.

Delete System-level user accounts

Delete System-level user accounts

If the Organization component is enabled on your appliance, you can delete user accounts at the System level. This option is available only if the Organization component is enabled on the appliance.

If the Organization component is not enabled on your appliance, follow the instructions in Managing organization user accounts.

* 
NOTE: You cannot delete the default admin account.
1.
Go to the Administrators list:
a.
Log in to the appliance System Administration Console, http://appliance_hostname/system, or select System from the drop-down list in the top-right corner of the page.
b.
On the left navigation bar, click Settings, then click Administrators.
2.
Select the check box next to one or more accounts.
3.
Select Choose Action > Delete, then click Yes to confirm.
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